Company Description Hypercell is an Egyptian software development firm headquartered in Cairo, Egypt. The company collaborates closely with clients to deliver highly customized solutions while maintaining a commitment to quality.
Role Description This is a full-time on-site role for a IT Application Support located in Cairo, Egypt. The IT Application Support will provide expert-level support for assigned applications, including troubleshooting, problem resolution, and root cause analysis.
Qualifications Bachelor's degree in computer science, Information Technology, or related field At least 4~5 years' experience with IT application system support and troubleshooting. Proven experience in IT application maintenance (patching, upgrades, transport management). Strong background with SQL with different type of databases to provide proper troubleshooting. Strong background in incident and problem management, including coordination and resolution of critical production issues. High proficiency in English, both written and verbal, to effectively document procedures and collaborate with stakeholders. Familiarity with core banking environments and Finacle application is a significant advantage. Experience in generating reports and dashboards using SAP Business Objects, Crystal Reports, or similar reporting tools. SAP Certification(s) in relevant module(s) (e.g., SAP BASIS, SAP FI/CO, SAP ABAP, or SAP S/4HANA) is preferred. Responsibilities Application Support: Provide expert-level support for assigned applications, including troubleshooting, problem resolution, and root cause analysis Application Maintenance: Perform regular maintenance tasks, such as system updates, patches, and upgrades. Minor application performance and identify potential issues proactively. Incident Management: Coordinate incident routing and response, manage the workload, own the root cause analysis and provide resolution as necessary with adherence to the approved service level agreement. Application Enhancement: Collaborate with business users to gather requirements for application enhancements and new features. Develop and implement solutions to meet business needs Problem Management: Identify and address recurring issues, provide root cause analysis and permanent resolution. Documentation: Create and maintain comprehensive documentation for supported applications, including user manuals, technical guides, and knowledge base articles. Compliance: Adhere to IT security policies and procedures related to IT security and compliance. User Management: User creation and knowledge of system integration with 2-factor Authentication Provide business analysis and requirements-gathering support for end-users.